Customer Service Supervisor Job Description
Customer service supervisor
provides job related Safety and Quality training, and ensure team compliance with all safety and quality policies and procedures.
Customer Service Supervisor Duties & Responsibilities
To write an effective customer service supervisor job description, begin by listing detailed duties, responsibilities and expectations. We have included customer service supervisor job description templates that you can modify and use.
Sample responsibilities for this position include:
Maximize field service revenue opportunities
Work with billing and logistics teams to audit service billing disputes with customers and third party dealers
Work with Customer Care Center management team to resolve issues, both specific and procedural, with call flow in the service department
Monitor customer service activities ensuring that customers are provided with accurate information in a timely and courteous manner
Complete employee performance appraisals
Provide support in call escalation situations
Performing quality checks, developing and reviewing performance reports, identify areas to improve, and implement measures to improve performance
Recruiting by interviewing and making effective hiring recommendations and develop and implement process improvements
Handle escalated issues for customers
With Business to ensure that connection is made with our internal customers such as Sales, Finance, Distribution
Customer Service Supervisor Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Service Supervisor
List any licenses or certifications required by the position: CSS, IRA, MRPT, ISO, ITIL, US, APICS, CPR, NISM, ISO17025
Education for Customer Service Supervisor
Typically a job would require a certain level of education.
Employers hiring for the customer service supervisor job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and High School Degree in Business, Education, Healthcare, Associates, Management, Communication, Business/Administration, General Education, Communications, Marketing
Skills for Customer Service Supervisor
Desired skills for customer service supervisor include:
Store Support team procedures and policies
Regulatory and safety policies and procedures
Currency Counter s and Coin Sorters to provide branch services
Cash Dispense and Recycler Machines
Cash
Techniques and guidelines for managing customer traffic
Custody and security processes and procedures
People and performance management techniques
Regulatory compliance related to Privacy
Transactional services and related policies and procedures
Desired experience for customer service supervisor includes:
Intermediate proficiency in PC/Windows related software
Ability to sit in the same place for long periods of time
Open to working in shifts , public holidays and weekends
If necessary in case of BCP requirement
Minimum of 2 years experience in a call center environment with 1 year of supervisory or leadership experience
Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action
Customer Service Supervisor Examples
1
Customer Service Supervisor Job Description
Job Description Example
Our company is growing rapidly and is looking to fill the role of customer service supervisor. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer service supervisor
- Coach and mentor employees maintain periodic performance reviews
- Communicate effectively within work groups and team meeting
- Read and analyze reports
- Monitor and drive quality goals and objectives
- Maintain daily reports
- Meet with homeowners and/or subcontractors to resolve warranty disputes
- Monitor, maintain and enforce all budgets
- Reviews reports and acts to resolve problem issues
- Communicates daily with Sales, Transportation and Customers to review and resolve issuess with customer orders
- Call queue management
Qualifications for customer service supervisor
- Experience with Brightree Connect software
- Considerable experience in an equivalently competitive and managerial role with direct reports in a fast paced manufacturing environment
- Bachelor’s degree in Supply Chain, Logistics would be an advantage
- Experience in Supply Chain and Customer Service experience is a MUST
- Hands on experience in SAP SD,MM would be an advantage
- Coordinate the order placement and logistics for instrument installations (IBS, Dx)
2
Customer Service Supervisor Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of customer service supervisor. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer service supervisor
- Good time management skills including ability to work with multiple projects simultaneously, meet competing priorities and deadlines under pressure, and detail oriented
- Carrying out performance measurement, monitoring, and evaluation of all agents and operators to improve the efficiency
- Preparing and directing schedules, monitoring attendance of operators, scheduling breaks and shifts as necessary
- Managing and directing the daily activities of call center agents and telephone operators
- Problem solving - the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains
- Provides day to day leadership functional training to ensure staff development and effective contribution to the overall operation
- Provides internal reporting and metrics for all aspects of Customer Service Coordinator role, average response time, resolution rates, error rate, and customer satisfaction data
- Manage and develop a team of 3 - 4 Dealer Account Specialists in the day-to-day operations of the call center
- Overseeing the customer service team daily work
- Train/coach team members where necessary
Qualifications for customer service supervisor
- Identify and implement process improvements with the Senior, Customer Service & Logistics Manager
- Being involved in the tender process
- Must be able to work holidays as business needs require
- May be required to work off-shift
- At least 1 year of customer service experience in a call center
- Bachelor’s Degree, preferably in a related field such as Business or Operations Management, or 5 years of work experience
3
Customer Service Supervisor Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of customer service supervisor. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer service supervisor
- Proactively work with team members to develop communication and customer service skills
- Communicate to the Manager to assist with the progress of team members
- Communicate to manager panelists problems and what solutions are best
- Work with Member Services team on production and efficiency
- Identify and communicate potential problems to appropriate colleagues to drive a resolution for panelists
- Follow quality assurance procedures to ensure quality and consistency for all panelists
- Maintain positive working relationship with other Lightspeed Research colleagues
- Report accurate team metrics, production, and accuracy
- Demonstrate the ability to provide a strong and positive team environment
- Monitor and ensure the Member Services team conducts solid, timely and consistent communication with Panel Members
Qualifications for customer service supervisor
- Outstanding customer service and overall verbal and written communications skills
- Extreme sense of urgency
- Receive and give constructive feedback on quality and performance measures
- Comfortable with public speaking writing communications for broader distribution
- Manage order entry
- Maintain SOPs for various department functions and help train and implement throughout the organization
4
Customer Service Supervisor Job Description
Job Description Example
Our company is growing rapidly and is hiring for a customer service supervisor. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer service supervisor
- Create and update CSS procedures manual
- Directs and coordinates staff involved in a combination of activities such as monitoring daily order processing, assisting all teams with order entry as needed, answering phone calls, consumer relations, sales support, reviewing warranty claims and problems, processing customer returns and exchanges and handling expedited service and repairs
- Coordinates work activities to achieve team and individual goals and objectives
- Update customer vs sale sheet
- Conduct month-end reporting by individual CSS
- Run shipping load daily and communicate with shipping and the CSS team as needed
- Provides liaison with key customers to resolve problems and discrepancies
- Responds to customer inquiries regarding status of orders, service and repairs
- Investigates and resolves critical production, shipping and scheduling problems
- Provides special pricing for non-standard items
Qualifications for customer service supervisor
- A minimum of two (2) years of work experience in a customer service supervisory role
- Ability to recognize individual differences among the associates and design approach/style to the needs of the person all with the purpose of improving performance
- Ability to clearly communicate goals, concepts, processes to a wide audience and capability of tailoring levels of communications to audience
- Three years of customer service experience, along with leadership experience in a customer service environment, is strongly preferred
- Monthly Team Performance
- Service Level/Sales Performance Level
5
Customer Service Supervisor Job Description
Job Description Example
Our innovative and growing company is hiring for a customer service supervisor. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer service supervisor
- Support all Customer Service related activities for Latin American dealers the CES Operations
- Responds to customers inquiries, order entry, invoicing and export documentation
- Responsible for all related claims activities, including approval and reporting of all the claims
- Ensures timely and accurate responses to dealers complaints and concerns or incorrect parts, lost and damaged that originated in the Miami Facility
- Interfaces with Finance and Marketing organizations, MDC Warehouse Teams
- Oversees the work of and is responsible for the supervision, training and development of up to 14 salaried employees including order analysts and claims coordinators
- With guidance, set tactical, measurable performance goals for the team and provide feedback on team member performance
- Develop training and career plans
- Assist with process improvement and other projects as assigned
- Ensure budget and business planning goals are met
Qualifications for customer service supervisor
- Prior experience delivering services to the elderly, disabled, or developmentally disabled preferred
- Associate’s Degree in Business, Nursing, Social Services, or related field of study preferred
- Minimum of 3 years of Supervisor experience with direct reports required
- Personal computer, to include all Microsoft Office and related software, telephone, fax machine and other common office equipment
- Must be able to effectively work in a fast-paced team environment and motivate a team
- Ability to oversee other’s work and offer constructive criticism in a respectful manner